IT Engineer, End User Services, End User Service Management
2 weeks ago
Why join Stryker?
We are proud to be named one the World's Best Workplaces and a Best Workplace for Diversity by Fortune Magazine Learn more about our award-winning organization by visiting
Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards – not to mention various social and recreational activities, all of which are location specific.
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Position Summary:
As an IT Engineer focused on End User Services Management, you will be responsible for overseeing and optimizing the technology experiences of our organization's end users. Your role involves managing service delivery, ensuring efficient operations, and enhancing user satisfaction. You'll collaborate with cross-functional teams to drive continuous improvement and maintain a high standard of service.
Essential Duties & Responsibilities: (Detailed Description)
Be a SPOC for all escalated IT issues for the end user service management team. Oversee end-to-end service delivery for end user services. Define and monitor service level agreements (SLAs) to meet user expectations. Coordinate incident management, problem resolution, and service requests. Continuously assess and improve end user experiences. Gather feedback from users and implement enhancements. Collaborate with other IT teams to optimize service processes. Manage relationships with external vendors providing end user services. Evaluate vendor performance, negotiate contracts, and ensure compliance. Drive vendor selection and onboarding processes. Facilitate smooth transitions during technology changes. Promote adoption of new tools and processes among end users. Develop training materials and conduct user training sessions. Identify inefficiencies and bottlenecks in end user service processes. Implement best practices and automation to enhance efficiency. Monitor key performance indicators (KPIs) related to service management.Education & Special Trainings:
Bachelor's degree in Computer Engineering, Computer Information Systems, Mathematics, Business Administration or equivalent experience required ITIL Foundations experience required Servicenow ITAM or similar ITSM tools experience required One or more security certifications such as Certified Software Asset Manager (CSAM), Certified Hardware Asset Management Professional (CHAMP) or Certified IT Asset Manager (CITAM) a plusQualifications & Experience:
Minimum of 5 years of professional experience; Information Technology/Information Services is preferred Experience working in a regulated industry (, Life Sciences, Medical Device, Finance) a plus. Experience with leading the successful implementation of complex programs. Experience working with third-party providers Experience driving change within an organization 5 years of demonstrated experience in liaising with middle and senior managementPhysical & Mental Requirements:
High levels of personal integrity when conducting the professional affairs of the organization and dealing with sensitive and confidential data relating to risks and costs. Calmness and clarity of thought while under pressure. The ability to uphold the goals and culture of the organization. The ability to understand the values of team members and to motivate them appropriately. Can perform at a high level without constant supervision An understanding of strategic business objectives and the ability to drive results toward those objectives. Excellent written and verbal communication at all levelsAbout StrykerStryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at
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